Ryan
Hornbill Developer-
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Everything posted by Ryan
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@will.good We have reverted your migration this morning, so you should be able to go in and edit those FAQs that were migrated yesterday, and we have patched the application, removing the ability to do so again (until the functionality is fully released). You should not have any issues, but let us know if you do. Sorry for any inconvenience. Thanks, Ryan
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Hi @samwoo, The primary record and translations are stored in the same table. h_id is the ID for the translation, and h_question_id is the ID of the question, each translation for the question will share the same question id. You may need to add "h_language='default'" to your criteria, so the report does not return duplicate records. The order of questions displayed is by the h_order field, then its ordered by h_last_updated. Thanks, Ryan
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Not able to open progressive capture following ESP 3492
Ryan replied to nasimg's topic in System Administration
Hi, We are currently investigating this issue, will hopefully have an update for you soon Ryan -
Last updated field for assets not displaying formatted value
Ryan replied to Nikolaj's topic in Service Manager
Hi @Nikolaj I believe this issue has been resolved with Service Manager build 2241 as part of "Date formats on the assets list are inconsistent. {PM00167248}" Are you still experiencing this issue? Ryan -
This should be fixed in the next release in early June. Ryan
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@Luke Found an issue with creating the timeline entry when a task with custom outputs are used. You shouldnt need an extra node to create the timeline entry after the New Change Time Selected task is completed. This will be fixed in the next Service Manager release in early June.
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defect? Service Subscribers Add includes Archived Organisations
Ryan replied to Martyn Houghton's topic in Service Manager
It should be excluding archived accounts, so I have raised this with the development team. I have tried the other subscription types, but could only see the issue with external organisations. @Martyn Houghton Were there other types you found this with? Ryan- 3 replies
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- 1
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- service subscriber
- add
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employee portal Employee Portal Links not re-directing
Ryan replied to Jeremy's topic in Employee Portal
Hi @Jeremy, I can see the issue with the redirects from the log request form to the new employee portal, and will raise this with our development team. Thanks, Ryan -
Hi Dan, Thanks for reporting this. I have found the issue and will hope to get a fix in the next SM build. Ryan
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Hi Frank, It looks like there is an issue with the tab, and the content is not loaded if you have change request values previously selected. This has been raised with the development team. In regards to the connections option, this is not hidden behind a setting. Are you checking the correct portal? This is only available in the Employee Portal https://wiki.hornbill.com/index.php/Connections Thanks, Ryan
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As a temporary workaround, it is possible to update the mappings to use a blank string when the value is undefined. if you update the mapping from Custom A Contents: &[global["flowcode"]["customFieldA"]] to Custom A Contents: &[global["flowcode"]["customFieldA"] || ""] Then when the value is undefined, it will use a blank string instead. Becomes
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Hi @P. Nordqvist, Are you able to raise a Request via the webform for a member of the Customer Success Team to investigate You can raise a Request via our webform through the following URL: https://www.hornbill.com/support/?request/ Thanks, Ryan
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Several translations are missing in our customer portal
Ryan replied to MikaP's topic in Service Manager
Hi, James has already covered item 1. 2. List status and sub status guest.com.hornbill.servicemanager.portals.portal.home.requestView.status guest.com.hornbill.servicemanager.portals.portal.home.requestView.subStatus (missing) 3. Post action - upload image, insert emoji user.core.uploadImage user.core.insertEmoji user.core.keyboard-shortcuts.previewwiki 5. Yes/no for dialogs guest.component.dialog.DIALOGS_YES guest.component.dialog.DIALOGS_NO 6. Service Status - ui.app.com.hornbill.servicemanager.servicePortfolio.status.nostatus ui.app.com.hornbill.servicemanager.servicePortfolio.status.available ui.app.com.hornbill.servicemanager.servicePortfolio.status.impacted ui.app.com.hornbill.servicemanager.servicePortfolio.status.unavailable ui.app.com.hornbill.servicemanager.servicePortfolio.status.nostatusMsg ui.app.com.hornbill.servicemanager.servicePortfolio.status.availableMsg ui.app.com.hornbill.servicemanager.servicePortfolio.status.impactedMsg ui.app.com.hornbill.servicemanager.servicePortfolio.status.unavailableMsg There is an issue in the Customer Portal, where this value is not translated. but the strings are guest.com.hornbill.servicemanager.portals.portal.service.status.available guest.com.hornbill.servicemanager.portals.portal.service.status.impacted guest.com.hornbill.servicemanager.portals.portal.service.status.unavailable The popup from this button is not translated, but will display the value saved in the Service Form. I will need to talk to the developers about the translations for the disconnection popup (4), and the progressive capture mandatory prompt (7). Hope this helps, Ryan- 6 replies
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- translation
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error Email Auto-Routing issue... potentially urgent?
Ryan replied to samwoo's topic in Service Manager
ERROR(006) is not the most helpful message, but this is the error returned when more than 1 record is found with the from email address. Are there more than one Co-worker or Contact with the email address being sent from? Ryan -
Looks like there is an issue where the summary is missing if it is populated via a question form instead of the request details form in progressive capture. Hopefully this will get fixed as well. Ryan
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If the request had a summary, then it should have been displayed in the confirmation, but that is missing from your confirmation @Darren Rose So this would explain why it has no summary on the card in the Board. In a build planned for later this month, the content of the card will display the current Summary of the request, rather than the value at the time the card was added. Ryan
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@Darren Rose last question before I am stumped. When you added the request to the board, did it already have a summary? Or was the summary edited/set after adding the request to the board?
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Hi @Darren Rose It all appears to be working for me. Does the user accessing the Board have Service Manager rights? Ryan
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Hi @Paul Alexander The data in the asset records is stored correctly. This is just a display issue with the product id value on the asset list. It is displaying the ID of the Software->Product, instead of displaying the Financial->Product ID field. This only affects assets of Software type. We will look into providing a fix, but just letting you know that any information entered is correct. Thanks Ryan
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Hi Darren, If the Board Manager App is installed, your Service Manager will have the option to enable the boards app action for the request types against a Service. It sounds like you have already added the request types as options in the Board configuration. Then users who have access to the Boards Manager App, will have that actions against the request visible. Hope this helps, Ryan
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@SJEaton When closing a request via the BPM, the system was incorrectly setting the rating to 0. This is where all the 0 values are coming from. If a user provides feedback, then it would have overwritten the 0 value. I think it is safe to assume that they are the same as "not set". Ryan
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Wrong Details pulled through when printing a request
Ryan replied to SJEaton's topic in Service Manager
Hi Sam, Had a look at the printing template, and there is an issue. Custom Fields are included in the Details section, using the default system level translation string for the field. A question for this request has been mapped to a Custom Field, so it has been printed out, and the translation string for that custom field on your system has been used. The user is not seeing information related to another request. The print template needs to take into account the Service Level request configuration for fields to display and translation strings (your other screenshots) but is not. I will raise an issue for development to look at Ryan -
Hi, It looks like you are using "Value is not equal" with multiple values. I will raise this internally, but I think you should only be able to set 1 value when using this type of filter. What is happening, is it is using the first value, and creating a filter of Service Name != 'Estate Services' and ignoring the filtering of Security. If you change "Value is not equal" to "Value is not one of these" then it will create a filter Service Name is not in ('Estate Services, 'Security') which will exclude both of these Services. See if that helps, Ryan
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Request improve search for apply email to ticket
Ryan replied to Bluegate's topic in Service Manager
You said you would like a text search on the Apply Email to Request form. Do you mean that you would like a free text search to match on the Summary / Description of existing requests? Instead of only being able to use the Request ID? Thanks, Ryan -
Hi Mark, Yes, we are aware of the issue, and it has already been fixed in the next Service Manager update, which is aiming to be out later this week. Thanks, Ryan